IT Service Desk Engineer
Posted on :
18-11-2024
Employer Active
1 Vacancy
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Job Description
The IT Service Desk Engineer position at Nahdet Misr Publishing Group is to provide reliable and efficient technical support to all employees ensuring seamless IT operations across multiple locations. This role focuses on resolving hardware and software issues managing user accounts and maintaining network services while prioritizing user satisfaction and adherence to security protocols. By leveraging problemsolving skills and technical expertise the IT Service Desk Engineer aims to enhance service quality improve operational efficiency and support the overall business objectives of the organization.
Key Competencies:
1. Technical Knowledge
Key Competencies:
1. Technical Knowledge
- Hardware & Software: Be familiar with computers laptops printers operating systems (Windows MacOS linux) and office suites (e.g. Office 2019 Office 365).
- Networking Fundamentals: Have a solid understanding of LAN WAN WLAN as well as key basic understanding of routing switching and network security and how to and troubleshoot network devices (Switches routers and firewall)
- Network services: good understanding of DNS DHCP CFS Printing VPN Web and application services and how they support the overall IT infrastructure.
- AD GPOs and domain controller: Expertise in Active Directory for user lifecycle management including the administration of distribution lists and security groups. Skilled in managing computer accounts within the domain with a strong knowledge of designing implementing and managing Group Policy Objects to enforce security settings deploy software installations and apply configuration policies across the network.
- Antivirus & Security Software: Awareness of endpoint protection tools like antivirus antispyware and how to ensure they are up to date.
- ITSM Tools: Familiarity with ticketing systems tracking service requests and maintaining SLAs.
- Ability to diagnose and resolve issues related to hardware software and network setups efficiently.
- Analytical skills to research and troubleshoot application problems.
- Capable of determining when to escalate more complex issues to second level or service provider
- Update Knowledge Base: Document solutions for recurring issues and update the knowledge base regularly to improve team efficiency and user selfhelp resources.
- Strong Communication: Ability to explain technical issues in a nontechnical way to users both in person and over the phone.
- CustomerOriented Mindset: Ensure user satisfaction by providing prompt and helpful assistance.
- Followup: Keep users informed about the status of their requests and ensure issues are fully resolved.
- Be efficient at logging tracking and closing tickets through ITSM tools like Manage Engine.
- Follow established procedures for issue resolution and request fulfillment.
- Prioritize tickets based on impact and urgency and SLA requirements.
- Contribute to Service Improvement Initiatives: Analyze ticket data to identify recurring issues or trends and propose improvements to reduce incident frequency or improve resolution times.
- Understand company security policies and ensure that access and systems are properly secured.
- Be vigilant about potential security threats like phishing malware and suspicious activity on the network.
- Awareness of ITIL processes like Incident Management Problem Management and Service Request Management to ensure IT operations are aligned with business objectives.
- Participate in Continuous Service Improvement (CSI) initiatives to optimize IT processes and enhance service quality.
- Stay updated on new technologies software updates and industry trends
- Engage in professional development to improve technical knowledge
- Proactively suggest improvements to service delivery based on user feedback and incident analysis.
- Participate in root cause analysis of recurring incidents and work to implement permanent solutions.
- Collaborate with IT sections to streamline workflows reduce incident volumes and improve overall efficiency.
1. Scope:
- Supporting 1000 users across multiple locations including remote employees.
- Managing incidents and service requests through ITSM tools handle security incident responses asset management service request fulfillment and maintain knowledge base
- Support a wide range of hardware (desktops laptops mobile devices) and software (Microsoft Office Exchange Windows OS) across the network.
- Users life cycle management ensure compliance with security policies support service improvements and provide regular reporting on system performance and issue resolution.
- User Lifecycle Management: Manage the entire lifecycle of user accounts including onboarding access management and offboarding.
- Request Fulfillment: Approve and fulfill service requests from users such as software installations.
- Incident Resolution: Independently resolve technical issues reported by users.
- Problem Management Authority: Identify root causes of recurring issues and implement solutions to prevent them.
- Security Incident Response: Respond to and mitigate security incidents to protect IT infrastructure.
- Knowledge Base Update: Maintain and update documentation to enhance future support efforts.
- Process Improvement: Suggest and implement improvements to enhance IT service delivery.
- SLA Compliance Monitoring: Ensure support activities meet established service level agreements.
- Performance Monitoring: Track system performance metrics and address any anomalies.
- Escalation Management: Escalate unresolved or critical issues to higherlevel support teams.
- Domain Management: Manage domainrelated tasks including user and computer account administration.
- Training and Guidance: Provide training and support to users and junior staff.
- Adapts to rapid changes in technology and user needs necessitating continuous learning.
- Works closely with various departments requiring effective communication and collaboration.
- Often resolves issues in highstress situations demanding strong analytical and decisionmaking skills.
- Must stay informed about compliance requirements and ensure that IT operations adhere to them.
- Drives initiatives to enhance service quality requiring strategic thinking and process management.
Requirements
Requirements:
- Bachelors degree in Engineering or Computer Science.
- 2 to 4 years of experience in an IT service desk or technical support role.
- ITIL certification is a must; MCSA and CCNA are advantages.
- Experience in security incident response and asset management is a plus
- ITIL framework & ITSM tools such as Manage Engine ServiceNow
- Operating Systems: Skilled in supporting Microsoft Windows (Win10 Win11) and familiarity with macOS and Linux environments
- Troubleshooting abilities for resolving hardware and software issues
- Exchange server (online on premises and hybrid) email setup configuration protocols and security
- LAN/WAN/WLAN troubleshooting and core network services including AD DNS DHCP GPO CFS and Domain Management.
- Understanding of switches routers firewalls and security protocols.
- Creating and maintaining comprehensive documentation for processes procedures and troubleshooting guides.
- Communication customeroriented approach and analytical skills.
Employment Type
Full Time
Key Skills
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